Customer Resolution Representative

• Support internal and external customers with inquiries and complaints regarding financial products and services
• seek ways to determine appropriate course of action, conduct investigative steps to identify the issues, and process complex transactions online
• perform moderately complex initiatives to resolve client issues and review complaints for regulatory and non-regulatory flags, and classify risks appropriately in case management system to ensure customer issues are addressed while maintaining compliance with internal company requirements and standards
• receive direction from supervisors, and escalate non-routine client concerns to more experienced individuals
• interact with internal and external customers to respond to the raised concerns, as well as determine appropriate course of action
• serve as an intermediary between parties to resolve disputed matters, negotiates, and enact settlements accordingly

2+ years of contact experience in a Financial Services environment, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education

• 2+ years of Call Center experience
• ability to read and interpret legal documents
• ability to achieve high production and quality standards
• ability to resolve and work through escalated and complex customer issues
• ability to research and correspond with customers, responding to their questions and concerns with detailed information
• good analytical skills with high attention to detail and accuracy
• ability to work effectively in structured but flexible, adaptable and changing, call center environment
• excellent written and verbal communication skills
• ability to navigate multiple computer system windows, applications, and utilize search tools to find information
• ability to work effectively, as well as independently, in a team environment

• In-depth on-the-job training and coaching
• paid 8 weeks of training
• hybrid work schedule
• overtime based on business need and volume of the department